DeviceId cannot contain hyphens

Question

A user of ours has replaced his mobile phone, and we want to setup Outlook on the new device.

Unfortunately, despite the fact that the new device has been authorized, the user keeps getting the message that is temporary blocked.

So we decided to have a look on the Office 365 portal to understand the situation a little better.

On Exchange 365 portal, we see that there are now three different devices. Two of them are actually old and broken.

When we try to clean things up and remove them, we get the message: "DeviceId cannot contain hyphens".

We looked around, and found this information:  <https://support.microsoft.com/en-za/help/3137390/deviceid-cannot-contain-hyphens-warning-occurs-when-you-use-the-exchan> which unfortunately doesn't apply to us, because we still have Exchange 2007 (we will upgrade it at our earliest chance, but in the meanwhile we need to solve the problem for our user).

Is there anything we can do, maybe a powershell script or something, to just remove the devices from Exchange 365 directly?

Answer 1

Hello Md.administrator,

Have you referred to my reply? Does everything work now?

Regards,

Rudy

Answer 2

Hello Md.administrator,

I am working on this thread with you now and I have read the whole thread.

Based on my experience, we can get the cached mobile device information here:

1. In office portal, click your photo, then choose My account  > My Installs to check the Office applications' installation and activation.
2. On Outlook Web App (OWA). Go to Settings > General > Mobile devices.
3. In Exchange Admin Center (EAC), navigate to Mobile > mobile device access.
4. In the local AD. In ADSI editor > open Default Naming Context > find that user object and expand it > Click on  CN=ExchangeActiveSyncDevices and then delete the mentioned mobile device.

Please check all of the above position to see if you can remove them successfully.

For further help, please give us a screenshot about the error message. Also, we'd like to collect the effected Office 365 account for further checking. To protect your personal information, we'll send you a private message to collect them.

Thanks for your time.

Regards,

Rudy

Answer 3

We have a hybrid environment. We sync our on-premises directory with Office 365.

Answer 4

Hi md.administrator,

Thank you for your details. You can try to remove the old device from your Active Directory and check if it helps. 

Since you mentioned you are using the Exchange 2007, could you please let us know your environment? (Hybrid or On-premises)

Regards,

Carlos